It wasn’t that long ago that contact centres were predicted to go the way of the dinosaur. But the digital era has in fact given them a new and productive lease of life. This is great news for your business as there are plenty of ways to improve your customer spend by 140 per cent with a digital contact centre experience.
The power of a positive experience
When you think about it, it’s perfectly logical. A study found that customers who have positive experiences with an organisation spend 140 per cent more compared to customers who report poor experiences.
The study also found that customers with poor experience had only a 43 per cent chance of being members a year later, but those with the best experiences were likely to remain members for another six years.
So this means you need to think about how you can improve your customer spend by 140 per cent with a digital contact centre experience.
Managing the customer experience
Organisations which manage the entire customer experience do so by leveraging a dedicated customer contact strategy. They do it by focusing on customer preference, technology solutions and service provider capabilities.
Top tips to improve your customer spend
Some of the most effective ways to improve your customer spend include understanding that:
- Customers are far more relaxed with self-serving for products over digital channels and this can include how they buy items.
- The digital contact centre experience means your agent is more able to enhance the customer service experience because they’re able to use a variety of software tools to help the customer.
- Digital channels means customers are expecting to engage with the contact centre via various avenues whether it be social media, the web, videochat and email. Your contact centre ought to be able to seamlessly provide a way for customers to move from one channel to another during a single conversation.
- You can improve the customer spend by 140 per cent with a digital contact centre experience by ensuring they don’t fall through the gaps. For example, with access to data from multiple touchpoints, the contact centre is able to proactively intervene. If a customer is browsing online and then doesn’t complete the transaction, technology allows it to recognise this and proactively offer a webchat or even call the customer.
Find ways to empower the contact centre to help the customer, whether through advanced analytics and “real-time” decision engines or, at the most basic level, through training agents in what to look out for.
